Refund policy

1. 7-Day Return Policy

We offer a 7-day return window from the date of delivery.

However, due to the nature of jewellery and hygiene considerations:

  • We do not accept returns on used or worn jewellery.

  • If a product has been worn, used, tampered with, or damaged after delivery, it will not be eligible for return or exchange.

To be eligible for a return:

  • The item must be unused, unworn, and in its original packaging.

  • The return request must be made within 7 days of delivery.

  • Any issue must be reported within 48 hours of receiving the jewellery.

Damaged, Incorrect, or Quality Concerns

If you receive a damaged, defective, incorrect item or are not satisfied with the piece, you must notify us within 48 hours of delivery by contacting our support team with:

  • Your order number

  • Clear photos

  • An unboxing video of the item

Requests raised after 48 hours of delivery will not be eligible for review.

Please note: Jewellery that has been worn, used, or altered will not be accepted for return under any circumstances.

2. Refunds

Refunds are only applicable in cases where:

  • The item is confirmed to be damaged, defective, incorrect, or approved for return upon review, or

  • An order is cancelled by Sonaaz due to unforeseen circumstances

Once approved, refunds (if applicable) will be processed to the original payment method within 7–10 business days.

⚠️ Important:
Partial payments made for Cash on Delivery (COD) orders are strictly non-refundable under all circumstances, including:

  • Order refusal

  • Non-acceptance

  • Failed delivery attempts

3. Exchanges

Exchanges may be offered at the discretion of Sonaaz and are subject to product availability.

Exchange requests must:

  • Be made within 7 days of delivery

  • Be reported within 48 hours if related to damage, dissatisfaction, or defects

  • Meet the same conditions as returns (unused, unworn, original packaging)

4. Non-Refundable & Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

  • Used or worn jewellery

  • Cash on Delivery partial payments

  • Customized or made-to-order items

  • Discounted or sale items

  • Products damaged due to misuse, wear and tear, or improper handling

5. Order Refusal & Failed Deliveries

If a COD order is refused or delivery fails due to:

  • Incorrect address

  • Customer unavailability

  • Non-response from the customer

The partial payment will not be refunded.

6. Shipping Costs

In cases where a return or exchange is approved:

  • Shipping costs (if applicable) will be communicated in advance.

  • Return shipping may be borne by the customer unless the error occurred from our end.

7. Policy Updates

Sonaaz reserves the right to modify or update this Return & Refund Policy at any time without prior notice.